Digital Account Executive

About the Team/Role As a Digital Account Executive at WEX, you are the accountable owner of customer success and growth across a large, unassigned portfolio of small business accounts — currently 14,000+ — that do not have a dedicated, named Account Executive. This is an individual contributor role built for scale: rather than managing a handful of strategic relationships one-on-one, you drive retention, renewals, adoption, and expansion across thousands of accounts simultaneously through content, digital engagement, and data-driven prioritization. This role requires extreme ownership of the unassigned book of business — you are responsible for identifying growth opportunities, minimizing churn, managing the renewal process at scale, and ensuring clients realize value from WEX's Health & Benefits products, even without one-to-one coverage. You'll act as a builder and strategist: creating the content, campaigns, and self-service resources that let one person effectively serve thousands of accounts, while partnering closely with Marketing, Product, Enablement, and Sales to execute that content well. You'll balance three things: designing scalable programs (content, email campaigns, webinars, in-product messaging), managing renewals across the portfolio through automated and semi-automated workflows, and using account health data to know where to point those programs — which segments to nurture, which accounts are at risk, and which are ready to grow. How you'll make an impact Proactive Portfolio Mining & Expansion (at Scale) • Analyze the unassigned account pool (14,000+ accounts) to segment clients by potential, risk, and product fit • Design and execute one-to-many outbound strategies — email campaigns, content series, webinars — to surface upsell and cross-sell opportunities across the portfolio • Build repeatable digital plays that move clients from reactive service toward proactive growth without individual outreach • Ability to extract and analyze performance and relationship data to ensure we understand issues and have the ability to measure impact of campaigns on population. Content Creation & Cross-Functional Execution • Build content and micro-learning journeys (comprised of: email campaigns, webinars, help resources, videos, slide-decks, tutorials, in-app messaging, one-pagers) that educate clients and brokers on product features, legislative updates, and best practices. • Partner with Marketing, Product, Instructional Design and Communications to plan, produce, and ship content that serves an unassigned, high-volume audience • Maintain a content customer enablement calendar and iterate based on engagement and performance data • Evaluate performance metrics across structured content pathways to pinpoint high-performing assets and guide future digital strategy. Renewal Management • Own end-to-end renewal management for the unassigned portfolio, ensuring zero lapse in service across thousands of accounts • Build and maintain scalable renewal workflows — automated reminders, digital renewal packets, self-service renewal paths — that work without a named AE on each account • Monitor renewal timelines and health signals across the portfolio, proactively flagging at-risk renewals for early intervention • Track renewal rate as a core success metric and continuously refine renewal content and cadence based on what drives completion • Partner renewal terms, pricing changes, or product updates that affect the unassigned portfolio at scale Retention & Risk Mitigation • Own retention for the unassigned portfolio: identify churn risk signals early using account health and usage data, and deploy scalable “save” plays (targeted content, automated outreach, proactive resources) • Drive Net Promoter Score (NPS) and satisfaction across the portfolio by ensuring digital touchpoints deliver real value Data-Driven Prioritization • Be fluent in the metrics that matter — adoption, utilization, NPS, renewal rate, churn indicators, campaign performance — and use them to decide where to focus content, renewals, and outreach next • Report on program performance (open rates, adoption lift, renewal completion, retention impact) and continuously refine based on what the data shows • Bring genuine curiosity to how clients actually use WEX's Health & Benefits products, and let that curiosity shape smarter content and segmentation Cross-Functional Collaboration • Act as the internal liaison for the unassigned portfolio, feeding insights back to Sales, Product, and Marketing on why accounts in this segment grow, stall, renew, or churn • Own full-spectrum content development from zero to launch, translating complex content ideas into polished, customer-ready assets that drives external engagement. • Influence future segmentation and coverage strategy based on what's working at scale • Own escalation triage for the unassigned portfolio, routing high-priority issues to the right internal team quickly Operational Execution & Reporting • Maintain accurate reporting on portfolio health, renewal status, content/campaign performance, and expansion outcomes • Author and scale diverse content formats ranging from bite-sized micro-modules to full-length video series • Continuously evolve digital customer success playbooks, content templates, and best practices for serving accounts at scale Experience you'll bring • Minimum 3-5 years of experience in Customer Success, Content Creation/Marketing, or Digital Marketing, ideally in a scaled/one-to-many customer engagement model • Bachelor's degree or equivalent relevant experience • Demonstrated experience building content — email campaigns, webinars, videos, micro-learning pathways, external-facing slide decks, help content, or similar — for a broad customer or client audience • Experience managing renewals at scale, ideally through automated or semi-automated workflows rather than individual account management • Comfort partnering cro